Builder Says It’s Within Tolerance? What New-Build Buyers Should Do

You point out a mark, gap, uneven finish or another concern in your new home. The builder replies that it is “within tolerance.” That may be the builder’s assessment, but it is reasonable to ask what that statement is based on.

Tolerances can vary depending on the building element, the measurement and the applicable standard. The useful next step is to get the specific explanation in writing, rather than relying on a general phrase.

What does “within tolerance” mean?

In construction, a tolerance is an allowed variation from a stated measurement or requirement. It is not one universal allowance for every part of a home. The relevant guidance may depend on the item being assessed, the standard or warranty requirements that apply, and the version in force for the property.

For homes covered by NHBC, its standards set technical requirements and guidance, and the relevant version can depend on when the home was built. You can ask the builder to identify the exact standard and clause they have used. See NHBC guidance on its standards.

Questions to ask the builder

Keep your message calm and specific. Ask the builder:

• Which standard, warranty requirement or other criterion are you relying on?
• Which version or date of that standard applies to my home?
• How was the issue measured or assessed, and what was the result?
• Can you send me the relevant clause or written assessment?
• Can the issue be reinspected with me present?

These questions help clarify whether the builder has assessed the particular issue against a relevant requirement. They do not assume in advance that the builder is right or wrong.

Record the issue clearly

Take clear photographs in good light, including one close-up and one wider image showing where the issue is in the room. Note the date, location and what you observed. If you can describe a measurement accurately, include how you took it; avoid presenting an estimate as a verified technical measurement.

Send the information through the builder’s normal reporting route and keep a copy of your message and their reply. If the issue changes or gets worse, take updated photographs and record the date.

If you still disagree

Ask for the builder’s complaints process and follow it in writing. NHBC also provides homeowner guidance and tools for raising and chasing issues with a builder: NHBC homeowner guidance.

If your developer is registered with the New Homes Quality Board, the applicable Code and possible escalation routes depend on the developer and the date you reserved the home. Check the details before relying on a particular route: New Homes Quality Code.

If you remain unsure what you are looking at, an independent snagging inspection can help document visible issues and explain the findings. It can provide an informed assessment, but it cannot guarantee that a builder, warranty provider or dispute service will reach a particular decision.

Independent snagging inspections

NW Snag Surveys carries out independent new-build snagging inspections across the Wirral, Liverpool, Chester and North Wales. Andrew Kerrigan, RPSA Tech, brings over 30 years of construction and site-management experience to inspections and reporting.

Find out about our new-build snagging surveys